Customer steering in different stages of the service lifecycle model

Customer steering is the driving force behind CSC's service development, which affects all stages of the service lifecycle. The concept of a new service is always based on customer need: It can be verbalized in a normal customer or network dialogue or be described in Ideabank. In order to assess the development work, CSC usually conducts a preliminary study, which specifies the needs and expectations of customers and analyses the prerequisites for implementing a new service.

If the report finds a service to be necessary as well as technically and economically feasible, the joint development of the service will typically begin using inclusive agile methods. Joint development can also be carried out in pilot projects. Customer feedback is the most important driving force in the development of a new service.

When a service is ready for the production phase, the customer steering methods change. Depending on the service in question, the attractiveness and use of the service are monitored by means of, for example, regular quality meetings, statistics and/or customer surveys, which are used to examine the customer experience. Customer surveys and other feedback also guide the further development of the service. The decline in the service lifecycle is verified based on utilization rate data and customer surveys. If a decision is made to phase out the service, CSC will inform customers well in advance and direct them to use a replacement service within a transition period. Figure 3 sums up the CSC service lifecycle model.


Figure 3. CSC service lifecycle model. 

CSC receives regular feedback on its services for research through the Scientific Customer Panel.